Return Policy

Refunds, Returns, Exchanges & Cancellations Policy

By placing an order, you confirm that you have read, understood, and accepted the following terms. We are committed to providing high-quality products and excellent customer service. If for any reason you are not satisfied with your purchase, please follow the guidelines below.

1. Order Cancellations & Changes

• Free Cancellations / Changes: You may cancel or modify your order within 24 hours of successful payment without any fees, provided the order has not entered the shipping process.
• After 24 Hours: Orders are typically processed and shipped within 1–3 business days. If your cancellation request is received after 24 hours or after the order has been shipped, we are unable to cancel the order.
• To request a cancellation or change, please email service@zoyavita.com with your order number.

2. Returns & Exchanges

2.1 Eligibility

• Quality-related issues (damaged, defective, or incorrect items): Return requests must be submitted within 30 days of delivery.
• Non-quality-related issues (e.g., change of mind): Requests must be submitted within 14 days of delivery.
• Only unopened, unused items in the original, sealed packaging are returnable. Opened products cannot be returned for health and safety reasons.

2.2 Return Process

1. Contact our Customer Service team via service@zoyavita.com with your order number, photos (if applicable), and reason for return/exchange.
2. Our representative will provide the correct return address. (Please do not send items to the address on your package label.)
3. Securely pack the items and include any original accessories, manuals, and packaging.
4. Ship the package to the provided return address.

2.3 Shipping Costs

• If the return is due to our fault (wrong item, damaged/defective product), we will cover the return shipping cost.
• For non-quality returns, customers are responsible for all return shipping costs.
• International returns should be marked as "RETURNED GOODS" to avoid Customs charges.

2.4 Refunds

• Refunds are processed within 3 business days after we receive and inspect your returned items.
• PayPal payments: Refunds processed within 2 business days after approval.
• Credit card payments: Refunds processed within 7 business days after approval.
• Refunds will be issued to the original payment method only.

2.5 Exchanges

• Exchanges are available for items of equal or lesser value.
• Exchange requests follow the same process as returns.

3. Reserved Rights Regarding Returns

We may decline a return or exchange (or issue store credit instead of a refund) at our discretion if any of the following apply:

The product has been opened, used, repackaged, or the tamper-evident/safety seal is broken.

Original packaging, inserts, or batch/lot and expiry labels are missing, altered, or defaced.

There is evidence of tampering, contamination, improper storage or handling (e.g., exposure to heat, moisture, or unsanitary conditions) or damage not caused by us or the carrier.

The return is outside the stated return window, lacks prior authorization (RMA), or no valid proof of purchase is provided.

We detect fraudulent, abusive, excessive, or resale-related return behavior (including repeated high-volume returns or chargeback abuse).

For health and safety reasons, opened or partially used dietary supplements are not eligible for return. We reserve the right to limit returns, refuse service, or close accounts consistent with applicable laws and regulations.

4. Contact Us

For any return, exchange, or cancellation requests, please contact us at:
📧 service@zoyavita.com
(Mon–Fri, 9:00–18:00 GMT+8)
Please include your order number and relevant details for faster processing.